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System Engineer - MacOS
Reynoldsburg, Ohio  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on September 29, 2022
Job Id #59416 Posted September 21, 2022


TECHNICAL SKILLS
Must Have

  • Advanced macOS experience (7-10 years)
  • Apple Business Manager experience (3-5 years)
  • JAMF experience (3-5 years)

Nice To Have

Job Overview:

  • The macOS System Engineer will serve as a subject matter expert in the Apple/macOS platform, JAMF management, architecture, and support. 
  • The position will also be responsible for providing guidance and support to first and second level support teams. 
  • The candidate should also possess in-depth macOS and JAMF knowledge. 
  • The responsibilities will also include writing design documents, developing technical requirements, vendor evaluations & requirements, supporting cross functional support teams and ensuring alignment with strategic direction.

Responsibilities:
Incident Management

  • Troubleshooting complex, non-routine macOS incidents
  • Meet or exceed Service Level Agreements of 95% incident resolution
  • Monitor incident queue
  • On-call support: after hours and weekends as per rotation schedule
  • Appropriately escalate interactions as needed
  • Properly document, categorize and close interactions
  • Identify ‘in the moment’ trends and ability to make quick decisions to flex priorities
  • Communicate solutions to ATS team and well as leadership
Request Management
  • Handle routine macOS\JAMF requests as required
  • SLA’s to meet or exceed 95%
Project Work
  • Executing project tasks
  • Escalate project trends
  • Maintaining and updating project documentation
  • Maintenance
  • Executes maintenance support
  • Functional release support
  • IT Security around macOS and 3rd Party Applications
  • Upgrades and Patching – macOS and 3rd Party Applications
  • Client health checks
  • JAMF Infrastructure health
  • Applicable application support
  • Clean up tasks
  • Self-service maintenance
  • User administration
  • License compliance adherence
  • Execute delegated tasks
  • Asset Management
  • Licensing
  • Act as an escalation point for all maintenance activities with ATS
Vendor Management
  • Build relationship/rapport with vendors
  • Open tickets with vendors, escalate as needed
  • Report vendor service issues
  • Engage with technical vendor resources
Problem Management
  • Identify reoccurring incidents
  • Analyzes data
Talent Management
  • Train cross functional partners when possible
  • Identify continuous learning opportunities for self-improvement (i.e., Learning Manager, attend other meetings to gain insights, job shadowing)
  • Attend training
  • Continue to build skills
  • Key Meetings
  • Staff meetings
  • Project meetings
  • Vendor meetings
  • Level of Influence
  • Business partnership with brands
  • Observations based on daily tasks (calls, emails, etc.)
  • Influence peers, entry level specialists and analysts
  • Provide recommendations to leadership on macOS related issues

Requirements:

  • Strong knowledge and experience in macOS 12.x and higher (Big Sur, Monterey, and Ventura), JAMF Pro version 10.x, JAMF Connect and Apple/macOS hardware architecture.
  • Strong knowledge and experience in AppleScript and other macOS scripting languages.
  • Strong knowledge and experience in supporting macOS computers in an enterprise environment.
  • Strong knowledge and experience utilizing Apple Business Manager (ABM) and Apple Device Enrollment Program (DEP)
  • Automate/manage software packaging within JAMF Pro.
  • Familiarity with enterprise directory services (Active Directory), networking, storage and infrastructure.
  • Excellent communication skills across all levels; ability to communicate complex, technical concepts to executive staff, business sponsors and technical support.
  • Ability to perform in a fast paced environment that mainly supports designers and marketing associates.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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